Remote opportunity at
PointClickCareUS- Sr. Solutions Analyst (TAM- Clinical)
PointClickCare is hiring a remote, full-time Senior Solutions Analyst on its clinical support team, reporting to the Senior Manager, Customer Support. The analyst resolves complicated technical…
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About This Role
PointClickCare is hiring a remote, full-time Senior Solutions Analyst on its clinical support team, reporting to the Senior Manager, Customer Support. The analyst resolves complicated technical problems for customers using the company's cloud healthcare software. Shifts rotate on weekdays between 8am and 8pm Eastern, with occasional weekend or holiday overtime. The software supports processes and patient care inside long-term care facilities, so familiarity with how such facilities run is important.…
Job Description
PointClickCare is hiring a remote, full-time Senior Solutions Analyst on its clinical support team, reporting to the Senior Manager, Customer Support. The analyst resolves complicated technical problems for customers using the company's cloud healthcare software. Shifts rotate on weekdays between 8am and 8pm Eastern, with occasional weekend or holiday overtime.
The software supports processes and patient care inside long-term care facilities, so familiarity with how such facilities run is important. Day to day, the analyst helps customers with administration, configuration and use of the application. Work involves log analysis, research and recreating problems to reach a fix, plus coordination with other groups. Every case is logged in the help desk system with the investigation steps and the outcome.
The analyst searches and improves the knowledge base, writes new articles, promotes KCS practice, and mentors less experienced colleagues on troubleshooting. The posting calls for someone who stays calm during complex faults, listens patiently and shows empathy, and handles several tasks at once. Prior work with the PointClickCare application is required. Careful documentation of every case is central to the role, so handoffs and case history stay clear for colleagues.
Responsibilities
- Support customers on configuration, administration and daily use, and resolve their problems
- Resolve complex issues through log analysis, research and reproducing problems
- Work across teams to deliver quality, satisfaction and fixes for customers
- Search and refresh the knowledge base, write articles and champion KCS methods
- Log issues, steps and resolutions in the help desk ticketing system
- Mentor junior colleagues on troubleshooting and support best practice
- Cover rotating weekday shifts from 8am to 8pm Eastern, plus occasional weekend and holiday overtime
Requirements
- Previous hands-on time with the PointClickCare product
- 1 to 2 years supporting and troubleshooting web-based applications
- Use of diagnostic tools to resolve customer problems
- Background in care delivery or coordination, business intelligence or finance performance roles, in facilities such as skilled nursing or senior living homes, home health agencies or acute care hospitals
- Grasp of business processes in long-term care or medical facilities
- Clear written and spoken communication with a patient, detail-focused listening style
- Ability to multitask, prioritize and handle customer expectations
Qualifications
- Bachelor's degree or other post-secondary schooling
- Certification in root cause analysis (an asset)
Core Skills
Benefits
- Coverage starts on day one
- Retirement savings plan with company matching
- Flexible paid time off
- Wellness programs and resources
- Parental and caregiver leave
- Fertility and adoption assistance
- Ongoing development program
- Employee assistance program
- Communities that support allyship and inclusion
- Employee recognition
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the role remote?
Yes, the listing is remote.
What hours does the role require?
The posting describes rotating weekday shifts from 8am to 8pm Eastern, with overtime on some weekends and holidays when business needs call for it.
What experience is needed?
The posting requires prior experience with the PointClickCare application and 1 to 2 years of supporting web-based software.
What is the salary?
The posting does not specify a salary.
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